> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://docs.digitavision.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to Request a Refund

## How to Request a Refund
If what you buy doesn't work, you get your money back or a replacement. To ask for either, open a ticket in the member area and tell us what happened. When a refund applies, and how long it takes, is set out in our [refund and warranty policy](https://digitavision.com/refund-policy/).
### Step 1: Open a ticket
Go to the helpdesk in the member area and open a new ticket: [member.digitavision.com/helpdesk](https://member.digitavision.com/helpdesk)
### Step 2: Tell us what happened
In the ticket, include:
* your order ID
* the tool name
* what happened, with a full-screen screenshot if you have one
### Step 3: Follow the ticket
The support team replies on the ticket. If a refund is approved, it goes back to your original payment method.
### When a refund or replacement applies
The cases, what we do in each one and the timing are in the [refund and warranty policy](https://digitavision.com/refund-policy/). If you are not sure your case is covered, open the ticket anyway and ask.